Technical Support Essentials is a book about the many facets of
technical support. It attempts to provide a wide array of topics to
serve as points of improvement, discussion, or simply topics that you
might want to learn. The topics range from good work habits to the way
technical support groups establish their own style of work. This book
applies theories, models, and concepts synthesized from existing
research in other fields--such as management, economics, leadership, and
psychology--and connects them to technical support. The goal is to build
on the work of others and allow their success to evolve the profession.
The book's broad perspective looks at proven practices, legal issues,
dealing with customers, utilizing resources, and an array of other
topics of interest to tech support professionals.